Manager / Senior Manager - Collections

5 days ago

Gurugram, India Airpay Services Full time

Job Description Key Responsibilities: 1. Agency Management - Identify, onboard, and manage third-party collection agencies. - Set performance benchmarks and SLAs; monitor agency performance against targets (bucket-wise, product-wise). - Conduct regular reviews, audits, and training sessions to ensure agency adherence to policies and compliance norms. - Resolve escalations and disputes involving external collection partners. 2. Calling Team Supervision - Lead, mentor, and manage the in-house collections call centre team. - Implement dialler strategies, call scripts, and training modules for improved efficiency. - Ensure quality assurance, call monitoring, and adherence to fair practices and regulatory guidelines (RBI, DND, etc.). - Manage manpower planning, hiring, and retention for the calling team. 3. Strategy & Execution - Design and implement end-to-end collection strategies for early- and late-stage buckets (e.g., soft, hard, write-off). - Analyse collection trends and data to drive recovery strategies and optimize resource allocation. - Coordinate with product, credit, and legal teams for account resolution strategies. 4. Compliance & Reporting - Ensure adherence to regulatory and internal compliance requirements. - Maintain accurate MIS and dashboards to track collection performance, agency metrics, and team KPIs. - Prepare and present periodic reports to leadership on portfolio health, collection efficiency, and recovery forecasts. Required Qualifications: - Graduate/Post-Graduate in Business, Finance, or related field. - Proven experience in collections management, preferably in NBFCs/Banks/Fintech. - Strong understanding of delinquency management, risk controls, and regulatory compliance. - Experience working with collection agencies and tele-calling operations. - Proficiency in MIS, analytics, and collection tools (diallers, CRM). - Excellent leadership, negotiation, and communication skills. - High ownership mindset and ability to work under pressure. - Strong ethical foundation and customer empathy. - Tech-savvy with familiarity in digital collections and automation tools.

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